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Duration: 3 Days*
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The Service Desk Analyst (SDA) training course equips candidates with the fundamental practical skills required to fulfil this role and deliver a high standard of customer service and support. This course falls under the broader umbrella topic of SDI, an organisation that provides a worldwide network for IT Service Professionals.
The primary skills required by an SDA include relationship management, quality assurance, problem solving, effective rapport, and conflict management. This course spans over three days and on the final day candidates will sit the SDA exam.
This Service Desk Analyst training course is accredited by PeopleCert.
The Service Desk Analyst Course has been structured carefully to provide candidates with a complete guide to SDA. It follows a modular format, and the modules are:
This SDA training course is perfect for professional analysts who wish to acquire a recognised qualification in their field. Also, this course will help front-line IT service and support analysts who have had some working experience in a first or second line service desk environment.
There are no essential prerequisites for this course, however some experience of first or second line service desk work will be beneficial.
The SDA exam consists of:
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"Really good course and well organised. Trainer was great with a sense of humour - his experience allowed a free flowing course, structured to help you gain as much information & relevant experience whilst helping prepare you for the exam"
Joshua Davies, Thames Water
"...the trainer for this course was excellent. I would definitely recommend (and already have) this course to others."
Diane Gray, Shell